M.A. Thesis:

The role of trust in e_government effectiveness٫ operational effectiveness and user satisfaction

Today, the dynamics of communities and business environments have made the move to e-government inevitable. The successful and effective implementation of e-government has always faced serious challenges, such as lack of acceptance by users due to lack of public trust. The present study investigates the role of trust on e-government effectiveness, operational effectiveness and user satisfaction among customers of Mashhad and Sabzevar airline ticket agencies in 1398. Regarding the data collection method, this research is a descriptive study in which the path analysis method was used to test the relationship between variables and the significance of the estimated models. The purpose of this study is applied and it is descriptive-survey in terms of data collection. The questionnaire is used to describe and analyze research variables. In this study, simple random sampling method without specifying the target population size was used to sample the target population. The validity of this questionnaire was confirmed by responsable supervisor based on content validity. In terms of reliability Cronbach's alpha coefficient for user satisfaction was equal to 0.85 and effectiveness of operation was equal to 0.77. The Cronbach's alpha coefficient was higher than 0.7 for all research questionnaires, indicating that the reliability of the research was confirmed. Descriptive and inferential statistics were used to analyze the questionnaire. Descriptive statistics including frequency tables, mean and standard deviation were used by SPSS software. And at the inferential level structural equation modeling is used. The software used to analyze the data is the PLS version 2017 software package. In this study, twelve hypotheses are included :trust affects system quality,trust affects service quality,trust affects information quality,trust affects user satisfaction,system quality affects Operational Effectiveness,Quality of Service Affects Operational Effectiveness,Information Quality Affects Operational Effectiveness,Trust Affects Operational Effectiveness,System Quality Affects Users Satisfaction,Quality of service affects user satisfaction,Quality of information affects user satisfaction,Operational effectiveness affects user satisfaction. The positive effect was confirmed.

Keywords: trust, e-government effectiveness, operational effectiveness, user satisfaction